Digital Support Agent
2 weeks ago
At Dedham Savings, we believe that being here for the journey means supporting our clients every day in a friendly and professional manner every day. While our employees are committed to helping our clients, we are committed to our employees. After all, we wouldn't have made it 192 years without them To support our employees, we offer a competitive benefit package with Medical, Dental, Vision, Flexible Spending, Dependent Care, Child Care Subsidy, Retirement, Life Insurance and many other benefits.
PURPOSE
The Digital Support Agent II accurately responds to routine account inquiries and completes account maintenance tasks such as balance inquiries, deposits, withdrawals, transfers, loan payments, address changes, and account closings. The Digital Support Agent II also assists customers with troubleshooting and technical assistance. This role consistently creates customer awareness of bank products and services, identifies referral/sales opportunities, and successfully refers customers to appropriate individuals when necessary. All this support is provided through a variety of channels, including email, text, chat, and telephone. The average daily call volume is approximately 50-60 calls.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Serve as the Bank's first line of quality customer service for all internal and external calls.
- Maintain a thorough knowledge of Bank products and services and be able to provide service on all Bank products, services, and procedures.
- Resolve customer issues, conduct account inquiries, and answer questions about bank products via phone, chat, email, fax, and regular mail professionally and courteously.
- Provide quality service and support as well as process requests in a variety of areas including, but not limited to consumer and business deposit accounts, consumer, and business loan account inquiries, online and mobile banking, and stop payments.
- Assist customers with debit card disputes, card maintenance, and research requests.
- Provide quality service and support in processing requests in a variety of areas including, but not limited to, consumer and business deposit accounts, consumer, and business loan account inquiries, online and mobile banking, and stop payments.
- Direct and assist customers with online account opening.
- Troubleshoot various technical issues with online and mobile account issues. (i.e., issues with firewalls and cookies, smartphone account access).
- Process customer inquiries, answer deposits, withdrawals, payments, and questions, and research as needed.
- Assist customers with electronic banking issues, reset passwords, and attempt to resolve issues.
- Complete maintenance and research request forms and disclose appropriate fees to customers for research requests.
- Responsible for monitoring check orders held for customers, keeping an accurate inventory, and tracking records to support delivery and disposition of the orders.
- Perform a variety of maintenance on deposit accounts; perform all necessary steps to complete change accurately, submit maintenance offsets for review, and maintain an acceptable error ratio.
- Achieve monthly referral goals.
- Adhere to the Bank's privacy and data security policies including but not limited to safeguarding of sensitive information and complying with relevant regulations to protect non-public information.
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- High school diploma or GED; three or more years of call center and banking experience and/or training; or equivalent combination of education and experience.
- Proficient in locating information using online computer reference systems, Web-based applications, and printed documents.
- Be able to maintain a dialog with the customer while simultaneously processing information and documenting customer responses using a computerized scripting, account management, and reference system.
- Web navigation skills and experience.
- Able to handle confidential information.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
This position operates in a general office environment and requires frequent and continuous use of a personal computer, a telephone, and a headset. The job requires sitting for an extended period. The pace of incoming calls is often continuous. A Contact Center Representative may handle an average of 100 calls in an eight (8) hour day.
While performing the duties of this Job, the employee is occasionally required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust focus.
Work Environment
The work environment characteristics described here are representative of those employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually moderate.
Dedham Savings is committed to providing equal opportunity for all employees and applicants without regard to race, color, religion, gender, sexual orientation, age, marital status, national origin, physical or mental disability, veteran or disability status, gender identity, or expression, citizenship, genetic information, ancestral origin, military status, pregnancy, childbirth, and or conditions relating to pregnancy or any other related medical conditions or any other status protected by Federal, State or local laws.
Dedham Savings strives to foster a culture where every voice is valued and where employees have a sense of belonging and connection with each other. We are dedicated to creating a work environment that understands, supports, and welcomes diverse perspectives and backgrounds. Together, we will create an inclusive and culturally competent and supportive environment where employees model behavior that enriches both Dedham Savings and the communities we support.
EOE/F/M/Vet/Disabled
Salary Description
$21.25 - $23.00
-
Digital Support Agent
1 month ago
Dedham, United States Dedham Savings Full timeJob DescriptionJob DescriptionDescription:At Dedham Savings, we believe that being here for the journey means supporting our clients every day in a friendly and professional manner every day. While our employees are committed to helping our clients, we are committed to our employees. After all, we wouldn’t have made it 192 years without them! To support...
-
Digital Support Agent
2 weeks ago
Dedham, United States Dedham Savings Full timeAt Dedham Savings, we believe that being here for the journey means supporting our clients every day in a friendly and professional manner every day. While our employees are committed to helping our clients, we are committed to our employees. After all, we wouldn't have made it 192 years without them! To support our employees, we offer a competitive benefit...
-
Customer Engagement Specialist
1 week ago
Dedham, Massachusetts, United States Dedham Savings Full timeJob OverviewAt Dedham Savings, we prioritize the journey of our clients by providing exceptional support in a professional and friendly manner. Our commitment to our employees is just as strong, ensuring a rewarding work environment that has sustained us for over 192 years. We offer a comprehensive benefits package, including Medical, Dental, Vision,...
-
Executive Director
3 months ago
Dedham, United States Acumen Fiscal Agent Full timeThe Executive Director empowers Acumen to achieve its mission of facilitating freedom, choice and opportunity through innovative fiscal agent solutions. Individuals in this role are charged with representing Acumen to all stakeholders within their assigned territory. Time is spent at every level, including working with state partners, local program staff,...
-
Executive Director
3 months ago
Dedham, United States Acumen Fiscal Agent Full timeThe Executive Director empowers Acumen to achieve its mission of facilitating freedom, choice and opportunity through innovative fiscal agent solutions. Individuals in this role are charged with representing Acumen to all stakeholders within their assigned territory. Time is spent at every level, including working with state partners, local program staff,...
-
Customer Engagement Specialist
1 week ago
Dedham, Massachusetts, United States Dedham Savings Full timeJob OverviewAt Dedham Savings, we prioritize being present for our clients throughout their financial journey. Our commitment extends to our employees, who are essential to our success over the years. We offer a comprehensive benefits package that includes Medical, Dental, Vision, Flexible Spending Accounts, Retirement Plans, Life Insurance, and more.ROLE...
-
Legal Support Specialist
2 weeks ago
Dedham, Massachusetts, United States Rubenstein Law Full timeCompany Overview Rubenstein Law, established in 1988, is a distinguished personal injury firm recognized throughout Florida and now expanding its reach to Massachusetts. Over the years, we have evolved from a prominent auto and slip-and-fall accident firm in Miami to a well-respected practice handling a wide array of injury and accident claims. Our dedicated...
-
Customer Engagement Specialist
2 weeks ago
Dedham, Massachusetts, United States Dedham Savings Full timeJob OverviewAt Dedham Savings, we prioritize our clients' journeys by providing exceptional support in a warm and professional manner. Our commitment to our employees is equally strong, as we recognize that our success over the past 192 years is due to their dedication. We offer a comprehensive benefits package that includes Medical, Dental, Vision, Flexible...
-
Customer Service Operations Supervisor
2 weeks ago
Dedham, Massachusetts, United States Dedham Savings Full timeJob OverviewAt Dedham Savings, we prioritize the journey of our clients by providing exceptional support through a friendly and professional approach. Our commitment to our employees is equally strong, as we recognize that our success over the years is due to their dedication. We offer a comprehensive benefits package that includes Medical, Dental, Vision,...
-
Customer Service And Sales Support Representative
2 months ago
Dedham, United States Rustman Agency Full timeJob DescriptionJob DescriptionNo Cold Calling - No Door Knocking - Heck No leaving your house. We are 100% Virtual.Training at your finger tips, industry leading carrier partners, best way to build a business, turn key opportunity, contracts that are advantageous to YOU, start up cost reimbursment incentive, and so much more.Are you tired of working for...
-
Customer Service Team Leader
2 weeks ago
Dedham, Massachusetts, United States Dedham Savings Full timeJob OverviewAt Dedham Savings, we prioritize the journey of our clients by providing exceptional support every day in a welcoming and professional environment. Our commitment to our employees is equally strong, as they are the foundation of our 192-year legacy. We offer a comprehensive benefits package that includes Medical, Dental, Vision, Flexible...
-
News Anchor/Reporter
1 week ago
Dedham, Massachusetts, United States Cox Media Group Full timeLocation: MA-BostonJob Title: News Anchor/Reporter - WFXT Television Position SummaryWFXT Television in Boston is seeking an enthusiastic, inquisitive, and community-oriented Anchor/Reporter who is passionate about uncovering stories, fostering connections within the community, and representing the station at various public engagements. The ideal candidate...
-
News Anchor/Reporter
1 week ago
Dedham, Massachusetts, United States Cox Media Group Full timeLocation: MA-BostonJob Title: News Anchor/Reporter - WFXT Television Position SummaryWFXT Television in Boston is seeking an enthusiastic, inquisitive, and proactive Anchor/Reporter dedicated to uncovering news stories, building strong community relationships, and representing the station at various public functions. The ideal applicant will possess a proven...
-
News Anchor/Reporter
1 week ago
Dedham, Massachusetts, United States Cox Media Group Full timeLocation: MA-BostonJob Title: News Anchor/Reporter - WFXT TV Position SummaryWFXT TV Boston seeks an enthusiastic and inquisitive Anchor/Reporter dedicated to uncovering significant stories, fostering community connections, and representing the station at various public engagements. The successful applicant will possess a proven history of leadership within...
-
Award-Winning Journalist
1 day ago
Dedham, Massachusetts, United States Cox Media Group Full timeJob SummaryCox Media Group is seeking a highly skilled and experienced Reporter/Anchor to join our team in Boston. As a key member of our news department, you will be responsible for delivering high-quality news content to our audience.Key ResponsibilitiesNews Content Creation: Develop and deliver engaging news stories, including anchoring and reporting live...
-
SVP, Revenue
5 days ago
Dedham, United States Cox Media Group Full timeLocation: GA-Atlanta, FL-Jacksonville, FL-Orlando-John Young, MA-Boston, NC-Charlotte, OH-Dayton, PA-Pittsburgh, WA-SeattleJob Title: SVP, Revenue - TelevisionPosition OverviewReporting to the CEO, the Senior Vice President, Revenue will be responsible for the strategy, oversight, performance, execution and alignment of core and digital TV revenue operations...
-
SVP, Revenue
5 days ago
Dedham, United States Cox Media Group Full timeLocation: GA-Atlanta, FL-Jacksonville, FL-Orlando-John Young, MA-Boston, NC-Charlotte, OH-Dayton, PA-Pittsburgh, WA-SeattleJob Title: SVP, Revenue - TelevisionPosition OverviewReporting to the CEO, the Senior Vice President, Revenue will be responsible for the strategy, oversight, performance, execution and alignment of core and digital TV revenue operations...
-
Associate Veterinarian
7 days ago
Dedham, United States Dedham Veterinary Associates Full timeWant to work just outside of Boston?Please read the following job description thoroughly to ensure you are the right fit for this role before applying.Dedham Veterinary Associates located in the vibrant town of Dedham, Massachusetts is seeking an Associate Veterinarian.DVA is one of Boston’s most established hybrid general practices affiliated with Boston...
-
Business Development Representative
2 weeks ago
Dedham, United States Gannett Co. , Inc. Full time|Current Gannett Employees- Please ensure you are using our abbreviated process on the internal Careers site by logging into Dayforce through OKTA| Gannett Co., Inc. (NYSE: GCI) is a diversified media company with expansive reach at the national and local level dedicated to empowering and enriching communities. We seek to inspire, inform, and connect...
-
Veterinary Associate Position
2 weeks ago
Dedham, Massachusetts, United States Dedham Veterinary Associates Full timeDedham Veterinary Associates, situated in a vibrant community, is on the lookout for an Associate Veterinarian. As a well-established hybrid general practice, we are affiliated with Boston Veterinary Specialists, providing a unique chance to collaborate with a boarded surgeon. Our practice offers advanced and comprehensive veterinary services in a supportive...